Marks & Spencer Returns and Refunds: Policy and Your Rights
What Marks & Spencer says about returns and refunds: the window, costs, refund timing, exclusions and faulty items, plus your legal rights.
Marks & Spencer’s returns page sets out its change-of-mind window, refund timing and what it will not take back. Consumer Protection UK is independent and is not connected to Marks & Spencer. This page sets out what Marks & Spencer itself says on its official page, checked on 4 October 2026.
Short answer: the window and costs below are Marks & Spencer’s own. They are for changing your mind. If an item is faulty your legal rights are separate and stronger: 30 days to reject it for a refund, then repair or replacement, with a 6-month presumption that the fault was there from the start.
Marks & Spencer’s Returns Policy, in Brief
| Question | As Marks & Spencer states it |
|---|---|
| Return window | 28 days for standard returns, online and in store. Sale items bought online: tell M&S within 14 days, then return within a further 14 days. School uniform bought from 25 June to 15 August 2026 has 100 days (not footwear, underwear, tights, accessories or pre-embroidered items). |
| Cost of returning | Returns by post are free. The £3.99 delivery fee is refunded if everything is returned by post or home collection within 14 days. Furniture goes back by home collection, in its original unassembled state, and cannot be returned to stores. Evri parcels can be up to 15 kg and 120 cm; Royal Mail up to 20 kg. |
| Refunds | Fashion, Home and Beauty returns to a store are processed within 1 day, Foodhall and Outlets within 7 days, and posted or home-collected returns within 7 days. The refund then reaches you within 3 to 5 working days. M&S says high volumes can delay post and home collection returns. |
| Cannot be returned | Items must be unworn and unused with hygiene and tamper seals intact. Food, flowers, plants, wine, gift cards, hampers, made-to-measure and personalised items, kitchen electricals and anything with a broken seal cannot be returned. Swimwear, underwear, beauty, duvets, pillows, earrings and toiletries are only taken back under goodwill if unopened. Incomplete returns can be rejected, and deductions are refunded as an e-gift card. |
| Faulty items | Reject a faulty item within 30 days for a full refund to the original payment method. After 30 days, repair or replacement first, then a refund. Faulty items do not need packaging or tags and can be returned after 28 days with proof of purchase. M&S says its goodwill policy does not affect your statutory rights. |
Your Rights on Top of the Store Policy
- For goods bought online, by phone or by mail order you can usually cancel within 14 days of receiving them, and the seller must refund within 14 days of getting them back. See changed your mind about an online order.
- For a faulty item, see your right to a refund, repair or replacement and our rights checker.
If It Is Not Put Right
See our Marks & Spencer complaints guide for the route if it is not resolved.
Official page: Marks & Spencer returns and refunds (opens in a new tab). Check it before you claim, because figures and rules change.
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Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
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